Associate IV- Donor Advocate Team (Remote in USA)

ALSAC • Memphis, TN

2d • Remote

About The Position

The Associate IV in the Donor Advocate team serves as a central resource for resolving donor concerns and supporting call center agents with procedural guidance, escalation handling, and issue resolution. This role is responsible for ensuring a positive donor experience through thoughtful communication, root cause analysis, and process improvement recommendations. The Assocaite IV also acts as a liaison for specialized networks or accounts, maintaining high standards of service and donor satisfaction.

Requirements

• High school diploma or GED required.
• Minimum of 2 years of experience in telemarketing, customer service, or call center support.
• Strong verbal and written communication skills.
• Ability to understand and follow complex instructions.
• Proficient in Microsoft Office products, including Word and Excel.
• Analytical skills to assess individual situations and determine optimal solutions.
• Ability to work independently and collaboratively in a fast-paced environment.
• Commitment to delivering exceptional service and maintaining donor trust.

Responsibilities

• Take ownership of escalated donor calls, ensuring timely and effective resolution.
• Provide guidance to inbound and outbound agents on procedures, escalations, and donor-related inquiries.
• Authorize policy exceptions when appropriate to enhance donor satisfaction and uphold brand integrity.
• Accurately document interactions and update records in required systems.
• Identify trends and recommend improvements to enhance the donor experience.
• Conduct training sessions for new hires and provide refresher training as needed.
• Maintain ongoing communication with donors to ensure their needs are met.
• Respond to donor and business-related inquiries across multiple communication platforms.
• Mentor call center staff and provide feedback to leadership on performance and compliance.
• Ensure timely follow-up to maintain donor satisfaction.
• Meet operational standards and deadlines for incoming work.
• Stay current with organizational policies and procedures.
• Provide feedback and recommendations to management for process enhancements.

Benefits

• Core Medical Coverage: (low cost low deductible Medical, Dental, and Vison Insurance plans)
• 401K Retirement Plan with 7% Employer Contribution
• Exceptional Paid Time Off
• Maternity / Paternity Leave
• Infertility Treatment Program
• Adoption Assistance
• Education Assistance
• Enterprise Learning and Development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees